Service Assurance Engineer

Airtel; Bengaluru; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Airtel is seeking a Deputy Manager in the Customer Experience function to build strong, lasting relationships with SAM customers and deliver a holistic service experience that goes beyond brand promises. You will work to understand the business environment and tailor solutions accordingly.

You will implement and refine the CSM organization and SAM strategies, monitor network performance, and collaborate with clients to drive service quality and recurring revenue opportunities.

Qualifications

• Customer focus and a customer-first attitude.
• Good commercial, process and business awareness.
• Perseverance and go-getter attitude.

Responsibilities

• Build one-to-one relationships with SAM customers based on customer understanding and business environment.
• Go beyond brand building for AES products/services to deliver a holistic service experience.
• Implement CSM organization and SAM strategy for Airtel Enterprise Services with customers.
• Implement network performance measures and conduct periodic reviews of customer network performance.
• Identify opportunities to shore up recurring revenue opportunities and develop relationships with client stakeholders.

Skills

Customer focus

Commercial awareness

Perseverance

Collaboration

Communication

Self-management

Education

Engineering degree with MBA desirable

Diploma / Engineering degree

Job description

Role & responsibilities

We are a fun-loving, energetic and fast-growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before.

Function: Customer Experience

Job Level: Deputy Manager

Purpose of the Job

• Build a one-to-one relationship with the SAM (Service Assurance Manager) customers based on an understanding of customers and business environment.
• The role involves going beyond brand building for AES products/ services and adding value to AES business by creating a personal, holistic and integrated service experience for the customer.

Key Deliverables

• Implementation of the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the Customers.
• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance.
• Identify and Deploy Measures to Improve Service Levels.
• Develop & Nurture Relationships with relevant people at Client Organization.
• Identify opportunities to shore up recurring revenue opportunities.

Skills Required

• Customer Focus and Customer first attitude.
• Reasonable Commercial, process and Business Awareness.
• Perseverance and go getter attitude.
• Collaborative relationships building & working.
• Effective Communication and Impact.
• Self-Management and Personal Development.

Educational Qualifications

• Engineering degree with MBA (Desirable) or Diploma / Engineering degree.

Work Experience

• 2+ years of technical operations and Customer Facing experience.
• Must have telecom product knowledge (IP, ILL, MPLS, SDWAN etc)
• Expertise with managing large and complex ISP accounts.
• Must be in a customer-facing role and technically sound with a strong understanding of transmission, networks and OEMs deployed for connectivity.